Independently configure communication channel settings for agents within your Twilio Flex contact center.
Account Owners, System Admins & Supervisors
Platform roles required to view and manage users.
Navigate to Menu > Manage Users
After selecting the user in which you want to configure the communication channels, you will be redirected to the user details screen.
- Select the “Channels” tab.
Configuring Channels for Users
In the list of communication channels that have been enabled for your contact center, select the channel you would like to configure for the user.
- If a channel is disabled for a user, the user will not receive any tasks for that channel. Tasks will not be received even if the user is added to a team that has the channel enabled.
By default the following communication channels are enabled for every account:
- Messaging (SMS & Chat)
- Voice
Additional communication channels include the following:
- Facebook Messenger
To edit the channel settings for a user, select the edit (pencil) icon next to the channel.
- Hover your cursor over the channel in the "enabled for team" column
- Click on the edit (pencil) icon
A modal will appear allowing you to edit the communication channel for the user.
- Click on the toggle to disable or enable the communication channel for the user
- Click the "Save" button to apply the changes
Configuring Channel Capacity for Users
Channel capacity allows users to accept the set number of tasks for a specific communication channel.
- John Smith, Messaging Channel (SMS or Chat)
- Capacity Set to 4
- John Smith will be able to accept tasks until (4) messaging tasks have been accepted. As he completes tasks, he will be able to receive additional tasks until his max task capacity of (4) is reached.
Channel capacity is set globally within the settings. However, individual users can have their capacity changed to override the global settings in the system configurations.
In the list of communication channels enabled for your contact center, select the channel in which you would like to change the set capacity.
To edit the channel capacity for a user, select the edit (pencil) icon next to the channel.
- Hover your cursor over the channel in the "task capacity" column
- Click on the edit (pencil) icon
A modal will appear allowing you to edit the channel capacity for the user.
- Select a number from 1 to 50 to set as the user capacity
- Click the "Save" button to apply the changes
